BPM® technology is a framework of applications that effectively tracks and orchestrates the business process.
BPM® solutions automatically manage processes, allow manual intervention, extract customer information from a database, add new customer information, generate transactions in multiple related systems, and support straight-through processing without human intervention when needed.
BPM® allows you to automate tasks involving information from multiple systems, with rules to define the sequence in which the tasks are performed as well as responsibilities, conditions, and other aspects of the process. BPM® not only allows a business process to be executed more efficiently, but it also provides the tools to allow you to measure performance and identify opportunities for improvement – as well as to make changes in processes to act upon those opportunities easily.
This user manual provides step-by-step instructions for users of the Collection System, aimed at guiding them toward optimal system utilization by explaining the various screens and tabs available.
It also supports the administration of authorized users, enabling secure access and effective use of the system.
This manual is intended for authorized users involved in collection operations and their supervision, as well as the Program administrator or their delegate within the IT department.
The Collection System can function as a standalone solution or be integrated with the core banking system (Core System) to enable automatic retrieval of shared data, thereby simplifying data entry processes.
The system also includes administrative tools such as:
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The system must be installed and configured by our team
The system must be linked to the related database to reflect the design.
This document is necessarily brief and cannot address all the issues users may encounter while using the Bank-BPM Collection® application. Several avenues remain for those with questions beyond those addressed in this guide. Specific questions can be addressed to mailto:support@pio-tech.com as a support channel.
Table of Content
1.1 Purpose and Target Audience 2
1.2 Prerequisites and Usage Conditions 2
2 Introduction to Collection & Debts Management System 6
2.2 System Navigation Structure 8
3 Detailed View of System pages and Features 9
3.1 Credit Portfolio (Job Basket) 9
3.1.7.1 Study Request Work Follow 19
3.2.1 Related Actions / Operations 23
3.2.1.10 Next Follow-up Date 33
3.2.1.11 Reason of Delinquent 34
3.2.1.13 Internal Settlement 36
3.2.1.15 Registering New Case 38
3.2.1.16 Account Evaluation 62
3.2.1.19 Account Classification 65
3.2.1.20 Schedule and Structures 66
3.2.1.21 Calculate Customer Liability 67
3.2.2.3 Facility Information 73
3.2.2.5 Transaction Collection 74
3.2.2.8 Scheduling and Structures 76
3.2.2.9 Calculating Customer Liabilities 76
3.2.2.10 System Private Notes 76
3.2.2.16 Customers Behavior 78
3.2.2.17 Customer Basic Information 79
3.2.2.19 Guarantors Details 80
3.2.2.21 Negated Account Info 80
3.2.2.22 Next Follow-up Details 81
3.2.2.24 Account Lien Inquiry 81
3.2.2.25 Approval/Rejected Cases 81
3.2.2.26 Deceased Information 82
3.2.2.28 Reason of Delinquent 83
3.2.2.29 Activities from Old System 83
3.2.2.30 Address Information 83
3.10.2 Current Account Balances (Credit Balances) 93
3.10.3 Write-off Account List Report 94
3.10.4 Monthly Collections of Branches 94
3.10.5 Mortgage Bond Report 95
3.10.7 Facilities Balance Report 96
3.10.8 Loan Portfolio Report 96
3.10.9 Partial Payments Report 97
3.10.11 Customers Over 90 Days 98
3.11.1 Collector Actions Report 99
3.11.2 Collector Productivity Report 99
3.11.3 JobBasket History Report 100
3.11.6 Next Follow-up Action Report 101
3.12.1 Request Initiation Process 103
3.16.2.11 Reason of Delinquent 122
3.16.5 Account Classification 127
3.16.7 Commissions Definition 131
3.16.8 Incentive Definition 133
3.16.10 Calculated Commissions 135
3.16.17 Financial Provision 142
3.17 General System Features 143
3.17.2 Filtering Mechanisms 144
3.17.2.1 Data View Sorting - Ascending Or Descending 144
3.17.2.2 Hide or View existed Columns 144
3.17.2.3 Add View Filters Craiteria on The Column Level 145
3.17.3 Page Navigation Bar 145
3.17.4 Add, Edit or Delete Records 146
The Bank-BPM® Platform provides a comprehensive solution for managing delinquent debts from initiation to recovery. It aims to minimize the risk of debt deterioration by ensuring timely interventions through an efficient Collection & Debts Management System.
This system effectively manages non-performing debts throughout the collection process while facilitating the write-off of uncollectible debts. Additionally, it features dynamic customer classification mechanisms, optimizes workforce management, and distributes tasks based on the duration of default or required actions. The platform also ensures full compliance with regulatory frameworks established by central banks, aligning all actions with the latest legal and financial guidelines.
The system delivers a comprehensive suite of features that streamline operations, enhance cross-departmental collaboration, and improve user experience such as:
This page serves as the central hub for users, designed to streamline task management by displaying assigned tasks based on user permissions. Its intuitive interface organizes tasks across customizable tabs, each reflecting specific task types or stages, tailored to the user’s role in the workflow. Beyond task tracking, this page offers real-time insights into the status and progress of each case, ensuring users have full visibility of their responsibilities. Acting as the primary access point to customer follow-up utility. The tabs provided are:
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Comment: Display of these tabs is controlled based on the privileges granted to the current user.
The following is a description of the control icons available on the Credit Portfolio (Job Basket) page.
To view more details about the task, simply click on it, and the customer's details will be displayed as follows: | |
Navigate to the Customer Follow-Up Page | |
Total number of tasks assigned to the user | |
Number of approved tasks, clicking this button filters the display area to show only approved tasks. | |
Number of tasks rejected by the reviewer. Clicking this button displays only the rejected tasks. | |
Number of pending tasks. These are tasks sent to the reviewer for approval. Clicking this button displays only pending tasks. | |
Number of escalated tasks. Clicking this button displays only tasks that have been escalated. | |
Number of consultation request tasks. | |
Number of returned consultation requests. | |
Number of tasks transferred to another user for follow-up. Clicking this button displays only the transferred tasks. | |
Number of tasks marked with a “Promise to Pay” action. Clicking this button displays only these tasks. | |
Number of tasks marked with a “Promise Fulfilled” action, (i.e., the customer promised to pay and completed the payment). Clicking this button displays only these tasks. | |
Number of tasks marked with a “Promise Broken” action, (i.e., the customer promised to pay but failed to do so). Clicking this button displays only these tasks. | |
The number of tasks not yet reviewed by the user. Clicking this button displays only unreviewed tasks. | |
Number of tasks where action has been taken, (e.g., email sent, phone call made, promise to pay recorded, etc.). Clicking this button displays only these tasks. | |
Number of tasks where the customer is compliant and has made scheduled payments. Clicking this button displays only compliant tasks. | |
The number of tasks where scheduled payments have been missed. Clicking this button displays only these tasks. | |
The number of tasks that were reviewed but have not been followed up. These tasks have no scheduled follow-up, or the follow-up date has passed without action. | |
Notifications and reminders related to specific actions on a task. Clicking this icon opens a screen displaying all task-specific reminders.
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Advanced search functionality enables users to search for one or more tasks using specific criteria. The search screen allows users to define filters, with the following buttons: The search screen allows users to define filters, with the following buttons:
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Export to Excel, this button generates an Excel report showing the current contents of the active tab. | |
Reset Columns Layout, reset any custom column adjustments and return the view to the default layout. |
Centralized view of assigned tasks to the logged user.
The user can follow up on each record by clicking the 'View' button next to it, which will navigate the system to the Customer Follow-Up page to perform the follow-up process.
Centralized view of all requests and tasks across the system, with no exception.
The user can approach the task from the customer follow-up page using the view icon.
Comment: From this page, each user can respond to tasks according to their granted authorizations.
Centralized view of special cases marked with a priority flag. The flag is applied through the follow-up page using the "Add Flag" procedure.
The user can approach the task from the customer follow-up page using the view icon.
This tab is visible only to users with the appropriate permissions and is used by the Collection Supervisor "Checker" to make decisions regarding delinquent customer accounts. It allows supervisors to navigate to the Customer Follow-Up screen to view the customer’s personal and financial information, and to verify all actions taken by the collector in handling the case. The supervisor, "Checker," can then approve or reject the applied action and add comments if necessary. By clicking the button to view customer information (which navigates to the Customer Follow-Up page), a real-time screen appears, displaying record updates with the option to approve or reject the action directly from the same screen.
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Upon clicking the "Details" button and navigating to the Customer Follow-Up page, a corresponding screen appears, allowing authorized users to approve or reject the proposed action. Depending on the user's privileges and the defined workflow, the user may also have the ability to end or save the task. Additionally, users can include related comments or attachments to support their decision by using the Comment and Attachment button.
Comment: The available actions are dynamically determined based on the current stage of the case and the permissions granted to the active user.
This tab provides a centralized view of requests that have been escalated by a user to their direct manager for follow-up. It is visible only to the direct managers of the collectors.
Escalation requests are initiated from the Follow-up page using the Escalation Procedure. The direct manager can then proceed with the required follow-up actions on the task.
Centralized view of cases that requests for expert opinions or reviews. The Consultations request is initiated in the follow-up page using the "consultation" procedure.
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The user can approach the task from the customer follow-up page by using the view icon.
The authorized user can enter the required consultation and click the Save button. The consultation will then be sent to the original requestor and displayed in the Customer Follow-up screen under the "Follow-up History" tab.
This page is designed to display and track accounts for which a study request has been submitted. Access is granted to authorized users based on their user type and position within the request's workflow. The components of the page—including control buttons and fields—vary according to the form type selected during the request setup phase, as well as the active user's role and permissions.
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The "Step Name" field indicates the current stage of the request within the workflow, showing the transition between different roles or approval levels. This helps the user understand the exact status of the request. Meanwhile, the "Service Type" field specifies the nature of the action required for the request, based on the established process flow.
To view the task the user needs to click the details button near to it “ ”, then the task will be viewed as below:
The study request adheres to the approved workflow, and each level contains actions that rely on the privileges granted to users. The approval phases can be summarized as follows:
The user is required to enter the necessary recommendations and complete the task. Once finalized, the request will automatically proceed to the next level: the Unit Head Phase.
3. Unit Head Phase
In this level the user can:
4. Center Manager Phase
In this level the user can:
5. Executive Manager Phase (Final Stage)
In this level the user can:
Comment: At each stage where the user clicks "Accept" or "End Task," the system will display a process confirmation screen. This screen includes the attachments associated with the request, the ability to attach additional files, and a dedicated field for adding any relevant notes. All of these items are automatically included with the request as it moves to the next stage.
This page is the backbone of the collection and customer follow-up processes, consolidating all the information needed for efficient customer management. It includes specific actions for follow-up and several specialized tabs that organize details based on information type, with the ability to modify some tab contents. The available procedures are displayed with the user's permission. Additionally, a timer tracks the total time spent on each request, enabling users to assess the time cost of completing the collection process.
Comment: The screen displays information retrieved from the system about the customer. By clicking 'View More', all details are displayed together on a single screen as follows:
The Hot Note button allows users to add important, request-specific notes that assist in tracking and collaboration.
To Add a Hot Note:
To View or Edit a Hot Note:
This function is used daily by each collector to monitor overdue payments and document the sequence of follow-up actions taken with the customer. Collectors can also upload relevant attachments and enter notes related to the request or the procedures followed.
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This screen contains interactive field, where its selection dynamically affects the displayed content. The 'Process Type' field includes the available processes that the user can perform, and the screen content will adjust accordingly based on the selected process.
This field provides the following options.
The screen interacts with this option so that it appears as follows and displays the following fields:
The following are the default selection values for each field.
Comment: All submitted inputs are automatically recorded and displayed under the "Previous Follow-up Log" tab, ensuring a clear and traceable history of interactions and updates for each case.
An exception occurs when the user selects "Account Status" as "Promise"; the screen will dynamically update to display the relevant fields for entering the promise details, as shown below.
The user can enter the promise date and amount, then click "Save" to insert the record into the designated area. The record can be deleted by clicking the delete button next to it.
Comment: The insertion process can be done by selecting the file or by dragging and dropping it into the designated area.
The system allows multiple selections for different types of files. The user can delete an inserted file by clicking the "X" button next to it.
This action is used to request a consultation from another user regarding the active request record. It transfers the request from the current user to another user for feedback or advice. The referred user is not granted any authority to take action, except for attaching a document and adding a note. The request then automatically returns to the user who initiated the referral. This is a consultation-only action without granting decision-making privileges.
To initiate a consultation request, the user should:
The user receiving the consultation request will review the case and provide feedback by adding a note only. A Return the Consultation button will appear to allow the user to send the request back to the original sender.
Escalating the request to a higher-ranking and more experienced user for full follow-up.
This action transfers the task from the active user to the manager or direct supervisor.
This action needs the approval of the direct supervisor.
Comment: The approval process is initiated by the user who holds the appropriate approval authority. Once submitted, the task is automatically escalated to the direct manager/ supervisor.
To initiate a task escalation, the user should:
The user then selects a predefined dunning letter template—which must have been created in advance under: Administration > Definition Screens > Dunning Letter.
After choosing the template, the user assigns the letter to the appropriate customer account with overdue payments.
Comment: Once completed, the letter can be printed or sent manually or via mail, depending on the institution's procedures.
This action allows users to assign a flag to a specific request, helping categorize and prioritize tasks based on custom labels.
To add a flag to a specific request, the user should follow these steps:
Comment: Assigning a flag to any request allows it to appear in the Flags tab of the Credit Portfolio (job basket) page. This gives the request priority based on the flag type, helping users easily identify and prioritize tasks.
This button allows the user to add a reminder, enabling them to set a personal notification for taking specific action on an active request related to certain conditions, by performing the following steps:
The reminder will appear under the "Reminder" filter in the Credit Portfolio (Work Basket) screen.
The user can cancel the reminder by clicking the Delete button next to it.
Comment: Multiple reminders can be added for the same action or request.
This action enables the user to send an SMS to the mobile number listed in the customer’s contact details, serving as prompt notification for customers who are behind on their payments.
Comment: The message content can either be based on a pre-defined template or written manually at the time of sending. SMS templates are defined in the Definition Screens – SMS Template section.
To send an SMS to a specific customer, the user should follow these steps:
This procedure is for notifying customers who have defaulted on payments by sending an email to the address listed in their contact details. Emails can be based on predefined templates or composed manually at the time of sending.
To Send an Email:
Comment: The sender’s email address is automatically retrieved from the system.
This procedure reassigns the current task to another user and requires approval from the direct supervisor.
To reassign a task to another user, the current user should follow these steps:
This button sets a date for a specific follow up action.
To add a next follow-up date, the current user should follow these steps:
This action required approval from the direct supervisor
Once it’s approved it will be in the reminder" filter in the remedial system - JobBasket) screen.
This action allows the collector to select the reason for delinquency for the active case. Once the reason is saved, it will be displayed under the Delinquency Reasons tab.
To insert a reason of delinquent, the current user should follow these steps:
This action is available to authorized users and allows them to submit a request for debt write-off. When the action is clicked, a dedicated screen will open to complete the debt write-off process. Users can enter relevant notes and attach any necessary supporting documents.
This process is subject to review. After saving the process, the request is sent to the checker. It is then displayed on the Credit Portfolio screen - Approval tab.
If approved, the user who initiated the process is then notified in the Previous Follow-up History tab, where the task is displayed and the status is Accepted.
If rejected, the process is rejected. The user who initiated the process is then notified in the Previous Follow-up History tab, where the task is displayed and the status is Rejected.
This action allows users to manually track and schedule payment installments. By clicking the "Internal Settlement" button, a dedicated screen appears, enabling the manual entry of payment details.
To insert an Internal Settlement, the current user should follow these steps:
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Comment: The "Clear" button is used to reset the operation and clear all entered fields on the screen.
This action is used to enter the legal expenses and fees incurred by the customer, which will be calculated and tracked within the legal system.
To insert a legal phase record, the current user should follow these steps:
This feature allows authorized users to actively register legal cases related to the implementing organization. It provides a platform for entering detailed case information that can later be followed in the legal system.
This process is divided into several stages which are: Opponent Info, Case Basic Info, Case Details, Case Parties, Bonds, Disclosures, and Attachment
The case registration process involves filling out the necessary information at each stage and then submitting the request to the authorized user JobBasket within the legal case management system.
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This screen features several tabs related to the subject at hand, along with a Progress Indicator that shows the current stage of the case registration process. The indicator moves forward with each click of the "Next" button and moves back with each click of the "Previous" button, highlighting the active stage currently displayed on the screen.
Comment: The user must complete all required fields to proceed to the subsequent tabs. Additionally, clicking the 'Submit' button is necessary for the system to register the case in the legal system and forward it to the staff member responsible within the Legal Case Management System.
To insert a register a new case, the current user should follow these steps:
The following is a detailed description of each tab and its respective content:
Record detailed information about the opposing party involved in the case.
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Comments:
Insert the necessary information and click next.
To capture and display essential details about each legal case, such as Case Type, Case Status, Case Approval Reason, Case Classification, and other information.
Insert the necessary information and click next.
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The following is a detailed explanation of the field and its related default values.
Field | Comments | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Case Class | Select the legal case class: Cases / Executive. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Case Type * | Select the legal case type: If the case class = “Cases” then the provided values will be:
If the case class = “Executive” then the value provided will be:
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Sub Case Type * | The values in this field depend on the previous option. Below are the corresponding values for each choice:
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Case Status | The value will be retrieved automatically and is not editable at this stage. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Facilities Case | Yes/ No | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Case Raised By * | Select the related value:
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Governorate | -------------------------------------------------------------------------------------- | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Case Evaluation | Select the related value: Good, Medium or Weak. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Case Situation | Select the related value: Gain or lose. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Transferring party | Select the related value. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Case Level Code | -------------------------------------------------------------------------------------- | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Allow Notification | -------------------------------------------------------------------------------------- | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Case Notes | -------------------------------------------------------------------------------------- | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Manager Case Notes | This field will be active for users who have the appropriate authority. |
Insert the necessary information and click next.
To insert comprehensive and detailed information for each legal case, ensuring all pertinent details are meticulously documented. The user can click on the add button “+ ” to insert new related record.
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The following is a detailed explanation of the field and its related default values.
Field | Comments | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
End date of the note exchange round | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Case Value * |
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Currency * | Select the currency from the CURRENCY list. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Legal Case Account | Select the appropriate account to which the legal expenses will be charged. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Deduction Class * | Select the appropriate value based on the specific circumstances of the case.
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Bank Class * | Select the appropriate value based on the specific circumstances of the case.
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Lawyer Doc Recovered | -------------------------------------------------------------------------------------- | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Delivered Lawyer Date | -------------------------------------------------------------------------------------- | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
File Number | -------------------------------------------------------------------------------------- | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Case Registered Date | This field appears when the case number is changed. It becomes mandatory and non-editable once entered. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Case Platform Number | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Court Case Number | Enter the case number registered with the court | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Case Number Updated Date | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Case Phase * | Select the related phase based on the circumstances of the case.
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Court | -------------------------------------------------------------------------------------- | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Head of the Judicial Authority | -------------------------------------------------------------------------------------- | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Court Link | -------------------------------------------------------------------------------------- | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Court Place | -------------------------------------------------------------------------------------- | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Court Department | -------------------------------------------------------------------------------------- | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Court Registration Number | -------------------------------------------------------------------------------------- | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Judge Name | -------------------------------------------------------------------------------------- | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Case Subject * | Select the appropriate value based on the specific circumstances of the case:
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Judgment | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Follow up * | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Sub Follow up * | Select the appropriate value based on the specific circumstances of the case:
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Follow up Department * | -------------------------------------------------------------------------------------- | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Lawyer * | Select the assigned lawyer. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Sub Lawyer | Select the secondary lawyer. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Equivalent Balance | Auto-calculated by the system based on currency equivalence |
Upon entering the required information, please click the Save button. The information record will subsequently appear in the display box as outlined, and the Add button will become inactive.
Comment: It is not possible to add an additional record.
Insert the necessary information and click next.
To insert the legal case partes information. The user can click on the add button “+” to insert new related records.
Layout:
The following is a detailed explanation of the field and its related default values.
Field | Comments | ||||||
Linked Account Number * | If the identified party is a bank customer and is linked to a specific account, the account that needs to be linked to the identified party is selected. | ||||||
Party Classification * | Select one of the following options:
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Doc Type | Select a document number or passport number. | ||||||
National Number/ Document No | If you select a national number from the "Document Type" list, the field will only allow numbers and 10 digits. Otherwise, you can enter up to 15 digits. | ||||||
Full Name | -------------------------------------------------------------------------------------- | ||||||
Address | -------------------------------------------------------------------------------------- | ||||||
Mobile No | -------------------------------------------------------------------------------------- | ||||||
Work Phone Number | -------------------------------------------------------------------------------------- | ||||||
Work Place | -------------------------------------------------------------------------------------- | ||||||
Creation Date * | -------------------------------------------------------------------------------------- | ||||||
Cancelled * | Yes/No, if yes the cancellation date field will appear if no the freeze field will appear | ||||||
Cancellation Date * | -------------------------------------------------------------------------------------- | ||||||
Freeze * | Yes/No, if yes the freeze date field will appear | ||||||
Freeze Date * | -------------------------------------------------------------------------------------- |
Insert the necessary information and click save.
Repeat the process to add all the necessary parties.
After inserting all the parties, click on the next button to proceed with the case registration process
Comment: This tab becomes accessible if the 'Case Type' in the 'Case Details' tab is set to "Execution" ("تنفيذ"), allowing for the entry of bond-related information.
At this stage, the bonds related to the case are identified, along with the type of mortgage each bond is subject to. Information about these mortgage types is then recorded. The system processes the following types of mortgages:
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The user inserts bond records by clicking the Add button “+” at the top of the display box on the page. A new screen then appears, allowing the user to enter bond details. The fields displayed vary depending on the type "type of bond" selected.
Layout:
The following is a detailed explanation of the field and its related default values.
Field | Comments | ||||||||||||||
Linked Account Number | -------------------------------------------------------------------------------------- | ||||||||||||||
Mortgages Type | Select the appropriate value based on the specific circumstances of the case: The components of a screen differ based on the selected option. A detailed explanation will follow this table for each mortgage type.
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Guarantee Type | Select the appropriate value based on the specific circumstances of the case:
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Document Number | -------------------------------------------------------------------------------------- | ||||||||||||||
Mortgages Degree | -------------------------------------------------------------------------------------- | ||||||||||||||
Mortgages Amount | -------------------------------------------------------------------------------------- | ||||||||||||||
Expiry Date | -------------------------------------------------------------------------------------- | ||||||||||||||
mortgage in favor | -------------------------------------------------------------------------------------- | ||||||||||||||
Mortgages Date | -------------------------------------------------------------------------------------- | ||||||||||||||
Notes | -------------------------------------------------------------------------------------- | ||||||||||||||
Mortgages Place | -------------------------------------------------------------------------------------- | ||||||||||||||
Mortgages Owner | Select the appropriate value based on the specific circumstances of the case:
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Mortgages Authority | -------------------------------------------------------------------------------------- |
Mortgage Type = Cars
Once the user selects Mortgage Type = Cars, the screen components will dynamically change based on this selection as follows:
The user need to insert related mortgage record information by click on the add button “+”, the related screen will appear as below:
The user is required to enter the necessary car information and click the Save button to complete the insertion process.
Related fields are:
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The records will be displayed in the related grid view, allowing the user to manage the entries using the Edit, View, and Delete control buttons provided for each record.
After clicking the Save button, the record will be displayed under the Bond tab as shown below.
Mortgage Type = Cash
Once the user selects Mortgage Type = cash, the screen components will dynamically change based on this selection as follows:
The user needs to insert related mortgage record information by click on the add button “+”, the related screen will appear as below:
The user is required to enter the necessary information and click the Save button to complete the insertion process.
Related fields are:
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The records will be displayed in the related grid view, allowing the user to manage the entries using the Edit, View, and Delete control buttons provided for each record.
After clicking the Save button, the record will be displayed under the Bond tab as shown below.
Mortgage Type = Life Insurance
Once the user selects Mortgage Type = life insurance, the screen components will dynamically change based on this selection as follows:
The user needs to insert related mortgage record information by click on the add button “+”, the related screen will appear as below:
The user is required to enter the necessary information and click the Save button to complete the insertion process.
Related fields are:
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The records will be displayed in the related grid view, allowing the user to manage the entries using the Edit, View, and Delete control buttons provided for each record.
After clicking the Save button, the record will be displayed under the Bond tab as shown below.
Mortgage Type = Machin
Once the user selects Mortgage Type = Machin, the screen components will dynamically change based on this selection as follows:
The user needs to insert related mortgage record information by click on the add button “+”, the related screen will appear as below:
The user is required to enter the necessary information and click the Save button to complete the insertion process.
Related fields are:
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The records will be displayed in the related grid view, allowing the user to manage the entries using the Edit, View, and Delete control buttons provided for each record.
After clicking the Save button, the record will be displayed under the Bond tab as shown below.
Mortgage Type = OPIC
Once the user selects Mortgage Type = OPIC, the screen components will dynamically change based on this selection as follows:
The user needs to insert related mortgage record information by click on the add button “+”, the related screen will appear as below:
The user is required to enter the necessary information and click the Save button to complete the insertion process.
Related fields are:
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The records will be displayed in the related grid view, allowing the user to manage the entries using the Edit, View, and Delete control buttons provided for each record.
After clicking the Save button, the record will be displayed under the Bond tab as shown below.
Mortgage Type = Real Estate
Once the user selects Mortgage Type = Real Estate, the screen components will dynamically change based on this selection as follows:
The user needs to insert related mortgage record information by click on the add button “+”, the related screen will appear as below:
Related fields are:
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The user is required to enter the necessary information and click the Save button to complete the insertion process.
The records will be displayed in the related grid view, allowing the user to manage the entries using the Edit, View, and Delete control buttons provided for each record.
After clicking the Save button, the record will be displayed under the Bond tab as shown below.
Mortgage Type = Stocks
Once the user selects Mortgage Type = stocks, the screen components will dynamically change based on this selection as follows:
The user needs to insert related mortgage record information by click on the add button “+”, the related screen will appear as below:
The user is required to enter the necessary information and click the Save button to complete the insertion process.
Related fields are:
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The records will be displayed in the related grid view, allowing the user to manage the entries using the Edit, View, and Delete control buttons provided for each record.
After clicking the Save button, the record will be displayed under the Bond tab as shown below.
This stage allows users to insert and manage financial provisions related to legal case filed against the bank.
The user needs to insert related record by click on the add button “+”, the related screen will appear as below:
The user is required to enter the necessary information and click the Save button to complete the insertion process.
Related fields are:
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After clicking the Save button, the record will be displayed under the disclosures tab as shown below.
Comment, The Add button will be hidden after the record is inserted, as only one record is allowed per case in this tab.
Insert the necessary information and click next.
This stage is designated for adding attachments related to the case. The screen for this stage is designed to support multiple entries. Users can view each entry by clicking on its name, and they also have the option to delete one or more records simultaneously.
The user needs to insert attachment record by click on the add button “+”, the related screen will appear as below:
The user is required to enter the necessary information and click the Save button to complete the insertion process.
Related fields are:
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After clicking the Save button, the record will be displayed under the Attachment tab as shown above.
To view an attachment, click on its name. The system will then download the attachment to your device.
To delete a previously added attachment, select the attachment or a group of attachments, and then click the "Delete" button.
This button displays a dashboard visualization that presents the customer's interaction with the applied follow-up actions and procedures taken on the active case, as illustrated in the following graph.
To view an account evaluation, the current user should follow these steps:
This procedure allows users to transfer a task between the Remedial and Collection departments, provided they meet the specified transfer conditions.
To initiate the transfer, the user clicks the "Transfer Client" button, which brings up a support screen for this process.
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On this screen, users can add justifications for the transfer, including notes or attachments. Once the user clicks the "Save" button, the transfer will be executed if the user meets all the necessary conditions
Comments:
This action is visible only to authorized users and allows the direct manager to add case-specific remarks.
To add a manager’s notes, the current user should follow these steps:
Click the " Manager’s Notes " button. Then the related screen will appear.
The authorized manager can enter the required notes and click the "Save" button.
The note is then stored and automatically added under the "Manager Notes" tab within the same customer record, ensuring that managerial input is properly documented and centrally accessible within the system.
This action is available to authorized users, typically those assigned to branch offices.
It enables the classification of a customer account for follow-up by a designated office and according to specific tracking needs.
When the user clicks the "Account Classification" button, the related screen appears, allowing the user to categorize the account under one of these options: Individuals, Account Classification, Written-Off Accounts, Rescheduled Accounts, or Settled Accounts.
The user then selects the follow-up authority and may add any relevant notes in the designated comments field to ensure full documentation of the action. The request is then submitted for approval.
Note: This action requires approval from the direct manager (according to the approved workflow). Once the classification is submitted by a “Maker”-type user, the request is routed to the Credit Portfolio screen – specifically to the “Approval” tab for the direct manager, who can either: Approve the task by clicking “Complete Task,” or, Reject and return it by clicking “Return” with mandatory remarks explaining the reason.
This sequence may vary if the implementing institution modifies the workflow structure.
This action modifies the customer's payment plan and provides details for future reference regarding their debt rescheduling.
The user initiating the action must input the transaction information displayed on the screen, after which a specific Excel file will be downloaded. The format of the submitted file is as follows:
He needs to fill out and save this file, then upload it to the system and save the transaction. This action will then appear in the "Previous Follow-up History" tab of the employee who created the transaction.
This action is subject to review. After the user clicks the "Save" button, the request will be sent to the checker. So, he can access it from the Credit Portfolio screen, specifically in the Approval tab, where they will select the submitted task.
Once the checker decides, the outcome will appear in the "Previous Follow-up History" tab of the employee who created the transaction. This will be reflected in the "Status" field as either approved or rejected.
This action is used to calculate the customer’s total outstanding financial obligations within the collection system, including both debit and credit interest, to determine their net liability.
Click the " Calculate Customer Liability " button. Then the related screen will appear.
Comment: The fields on this screen vary between auto-filled fields retrieved from the system and active fields that depend on user input.
The screen is divided into several sections. The first section displays system-retrieved information about the customer, such as the interest rate, along with fields for entering legal expenses and attorney fees.
The second section is a data grid listing the accounts linked to the customer, where the system retrieves all delinquent accounts at the customer level. The user is allowed to select multiple retrieved accounts. In this section, the user enters the outstanding amount and the closure date.
The third section presents summaries at the interest level for the selected accounts in the above section. The presentation will cover the following values:
The fourth section displays a list of the customers payments. The system will display all cash payments made by the customer, related to delinquent accounts, and then fields for the totals of these payments, the days, and the interest as follows:
Then the net liabilities for the selected accounts will be displayed, some of which can be changed by the user. These are the active fields for both the discount rate and the stamp amount. They will be displayed vertically as follows:
After the user enters the required information and saves the process, it will automatically proceed to the review stage and simultaneously appear under the "Follow-up History" tab for the user who initiated the process.
Since this action is subject to review, once the "Save" button is clicked, the request is sent to the checker JobBasket to accesses it from the Credit Portfolio screen – Approval tab – where the submitted task is selected and displayed as follows:
After the reviewer makes a decision, the outcome (approval or rejection) will be reflected for the initiating user in the "Follow-up History" tab under the "Status" field.
Presents a comprehensive list of follow-ups conducted with the customer, detailing the actions taken during previous interactions.
Displays the collaterals associated with the customer’s request, with the ability to modify collateral information based on its type. The information presented here is retrieved from the system or can be inserted by the user using the "Register New Case - Bonds" tab within the system.
This tab organizes collaterals into sub-tabs based on their type, with each sub-tab displaying related collateral records accordingly. The layout and displayed fields within each sub-tab vary depending on the collateral type. Users can edit individual collateral records by clicking the corresponding "Edit" button, which opens a dedicated editing screen. This screen allows the user to modify active fields, add relevant notes, and upload supporting documents as needed.
Comment: Any information modified will be reflected both in the core system and across the collection system.
The system displays information about the financial facilities provided to customers, organized into several sub-tabs based on the type of facility. The covered facilities include Loans (LAA), Cards, Current Accounts (CAA), Revolving Loan Accounts (PCA), Overdraft Accounts (ODA), Paid Letters of Credit (LC), Paid Letters of Guarantee (LG), Paid Bank Guarantees (BC), Unpaid Letters of Credit (LC), Unpaid Letters of Guarantee (LG), and Unpaid Bank Guarantees (BC).
The layout and fields displayed will vary depending on the selected facility type. Please note that editing is not permitted in this section. Users can view the installment information for each loan record in the Loans sub-tab by clicking the "View" icon next to the corresponding record.
Displays the customer's order notes. This tab lists all order notes, which have been recorded in the fast track, sequentially according to the following information
This tab provides a comprehensive overview of customer payment transactions, capturing key details such as the transaction type, amounts, dates, and payment sources. It offers a clear view of each transaction's status and relevant information, helping to streamline transaction management and provide valuable insights for further analysis.
To insert a transaction, record the user needs to click on the add button “+”, a related screen will appear as below:
The user must enter the required information and click "Save." The inserted record will then appear in the relevant grid within the tab, allowing the user to edit each record as needed.
This tab is a useful tool to manage and monitor each client's partial payments effectively. It allows the user to insert new payments records while also displaying previous payments.
To insert a new payment, record the user needs to click on the add button “+”, a related screen will appear as below:
The user must enter the required information and click "Save." The inserted record will then appear in the relevant grid within the tab, allowing the user to edit or delete each record as needed.
This tab is dedicated to displaying information related to the customer's written-off debts, and it is linked to the "Debt Write-Off" procedure.
This tab is dedicated to displaying information related to the customer's scheduling and structures for his payments, and it is linked to the " Schedule and Structures" procedure.
This tab is dedicated to displaying information related to the calculation of the customer's liabilities, and it is linked to the "Calculate Customer Liabilities" procedure.
This tab displays system-generated notes related to the freezing of the customer's account. These notes are retrieved from the bank’s core system.
This tab displays the administrative notes related to the customer. These notes are retrieved from the bank’s core system
This tab displays a log of the emails sent to the customer, with the option to view each message.
a log of the payment promises made by the customer and their status—whether fulfilled or not. The information is entered through the customer follow-up screen and the procedures taken to monitor the request.
The tab remains inactive if no related entries exist. However, if there are entries, clicking on the tab will open an automatic screen showing the customer's status in case of default or delayed payments, as illustrated in the screenshot below:
This tab displays attachments related to the request and associated with the customer.
It also allows the user to upload new attachments by clicking the “+” (Add) button.
The user can download an attachment by clicking the designated related button.
This tab displays the customer's contact details stored in the system, with the ability to add new contact entries.
Users can click the "+" button to add new contact details as needed.
The user must enter the required information and click "Save." Then the user will be sent to the checker for approval request.
This tab presents a detailed history of the customer's payment behavior, specifically highlighting instances of delays or defaults. It captures each occurrence where the customer failed to meet payment obligations, providing collectors with valuable insights into the customer's commitment and reliability
This tab provides all the information related to the customer from the system.
This tab displays the client's salary information according to the following details: Last Salary Amount
Last Salary Date and Salary Sender Name.
This tab displays guarantors details categorized by type and organized into several sub-tabs: Main Information, Accounts List, and Salary. If a particular type detail does not exist, the corresponding sub-tab will be inactive.
Layout
Displays records of SMS sent to the customer regarding reminders, alerts, or follow-ups, with the ability to view each record.
This tab displays information about the customer's cancelled account (accounts with negative balance).
This tab displays information about the next follow up procedures with the customer, its linked with the Next Follow-up date procedure.
This tab displays detailed information related to the write-off of the customer’s outstanding balances, including the amounts, dates, and reasons for write-off actions taken.
This tab displays detailed information related to the account line inquiry.
This tab shows all actions related to the customer that need approval or rejection from the direct supervisor, regardless of whether they have been approved. It provides a comprehensive list of proposed actions for handling the customer, along with their current status (approved or not approved).
This tab shows the death information of the customer. If the customer is still alive, the tab will remain empty. In case of the customer's death, the required information can be entered by clicking the add button as presented below:
This tab provides an overview of the workflow studies related to the active case, if available. It displays key information including the user name, customer name, workflow form type, and the current status of the workflow. Users can easily identify whether a workflow is still in progress (Running) or has been completed (End).
This tab shows information from the legacy system, reflecting procedures that were previously completed and stored in the old system.
This tab outlines the customer active address in the system.
This tab outlines the manger notes entered to the active case. It is directly linked to the " Manager Notes" procedure and synchronized with its inputs.
On this screen, the user can send a bulk message of a specific type (either SMS or email) to multiple customers at once.
To send a message to multiple customers, the user should follow these steps:
This page displays the customers’ status in coordination with the department responsible for updating the following information:
The user can select specific customers to update their status by marking them and then clicking the Update button at the top of the screen.
This page provides the users with a comprehensive view of customers who were previously delinquent but have since resolved their outstanding obligations. It enables users to easily look into past delinquency cases per customer and track settlement histories, which helps in analyzing customer repayment behavior over time.
The user can view each customer file by clicking on the view button .
The dashboard presents key visualizations including Collector Performance, Collector / Total Outstanding, Bucket / Number of Not Assigned Cases, Bucket / Number of Cases, and Bucket / Total Outstanding. These visuals provide authorized users with clear insights into collection activities, case distribution, and outstanding amounts, enabling effective monitoring and management of the collection process.
The layout of the chart corresponds to the information presented in the tables.
A dynamic activity log that enhances transparency and accountability by tracking actions performed on the administration screen. Each action is recorded in real-time, with the newest at the top of the list, and includes an acknowledgment button for users to confirm they’ve reviewed or addressed the action. Once acknowledged, the action disappears from the list, keeping the log clean and up to date. This feature ensures that all administrative activities are monitored and reviewed, promoting accountability and providing an efficient way to track changes in the system.
The control button that the user clicks to hide the action from the list. Upon clicking, a confirmation message will appear. If confirmed, the notification will be removed from the screen.
Clicking this button will clear all notifications.
This page is intended to facilitate the assignment of tasks to designated users. Individuals authorized with the requisite permissions are permitted to assign tasks to others.
Layout:
Comment: The user can navigate to the Customer Follow-up screen by clicking the button under the Details column.
Comment: Clicking the triangle next to a record will display additional details as shown below.
To reassign a group of tasks to a specific user, the current user selects the desired tasks by checking the corresponding boxes “ After selecting the tasks, the user clicks the Add (+) button at the top of the page. A screen will appear to choose the user to whom the tasks will be reassigned.”.
Select the alternative user to handle the tasks
Finally, the user clicks the Save button to complete the reassignment.
Then the task will appear in the JobBasket tab for the selected user.
This page is used to remove the freeze status from one or multiple accounts within the Collection System.
It is accessible to authorized users only. The user selects the frozen account(s) to be processed, clicks the Remove Freeze button at the top of the screen, and confirms the action to complete the task.
Layout:
This page is dedicated to displaying pre-built reports, each providing information relevant to its specific title.
Users can click on the desired report and utilize available display customization tools, such as selecting a specific time period, branch, or other filtering options. Additionally, users have the ability to save the report in various formats, including PDF and Excel, by clicking the corresponding button provided on the screen.
Layout:
Comment: The reports displayed on this screen are not necessarily active in the currently deployed system for the logged-in user. Their availability depends on client-specific requirements as well as the permissions granted to the active user and department.
Reports listed on this page include:
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To display the notes entered by authorized users on cases or requests using the "Manager Notes" procedure on the Customer Follow-Up page. The user selects one or more customer numbers, upon which a list of manager notes linked to the selected customer(s) will be displayed, based on the following information:
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Layout:
A list of the current account balances (credit balances) according to the following information:
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Layout:
A list of accounts that have been written off, based on the following information:
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Layout:
This report presents the total amounts collected by each branch over a specified period, organized by month and year. It also offers the option to categorize the accounts included in the report, such as those that are written off, rescheduled, or settled. It simply provides the Branch Name and Total for each branch.
Layout:
This report displays information about mortgage bonds linked to customer accounts in the collection system. It provides the following details for each record:
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Layout:
This report details all credit facilities that have been written off by the bank.
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Layout:
This report provides the Facilities Balance for each customer depinding on the customer CIF.
Layout:
This report displays detailed information about the loans referred to the Legal Department. It includes the following data:
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It is a report used to track all partial payments made by customers on their accounts or loans, displaying the following information:
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Layout:
A detailed summary of the collection processes completed in the system, including the following information:
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A list of customers with overdue payments exceeding 90 days, this list provides the following information for each customer:
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Layout:
This report presents the study details for a specific user, based on the following information:
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This report is designed to display all paid cases (whether full or partial payments) for each delinquent account, categorized by each collector.
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This report provides a summary of collectors’ performance and productivity, either on a daily basis or over a specified period.
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This report is designed to display all delinquency cases that meet the applied search criteria.
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This report displays all cases that have been fully settled, with all outstanding installments paid in full—i.e., cases that have moved to "Bucket 0"—based on the applied search criteria.
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This report is designed to display requests for which the current collector has not taken any action, based on the specified search criteria. The main search parameter provided in this report is the number of days.
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This report is designed to display all cases that require the next follow-up action.
A study request is an official inquiry initiated to utilize specialized services for accounts that have exceeded one missed payment (indicating multiple delinquent payments and unfulfilled repayment commitments). The primary objective of this follow-up process is to address the customer's non-payment issues, which may include options such as rescheduling payment arrangements or developing tailored repayment plans.
On this interface, an authorized user selects the delinquent account holder, specifies the desired service for follow-up, and assigns a designated user responsible for executing the follow-up actions (the assigned user must possess the necessary permissions to manage study requests).
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Request Creation Process
Only users granted the necessary permissions can create a study request. These permissions differ based on the user type:
The study request process consists of two stages:
Internal User | External User (Lawyer) |
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| 1.The authorized user logs into the Study Request page. |
| 2 Enter the customer number; the customer information will appear on the screen. |
| 3. Select the type of service. |
| 4.Enter the legal opinion. |
| 5.To complete the task, click the Attachments / Comments button. |
| 6. Add any relevant comments, if necessary. |
| 7.Attach any documents related to the request. |
| 8. Click the Save button. |
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This page is designed to display and track accounts for which a study request has been submitted. Access is granted to authorized users based on their user type and position within the request's workflow. The components of the page—including control buttons and fields—vary according to the form type selected during the request setup phase, as well as the active user's role and permissions.
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The "Step Name" field indicates the current stage of the request within the workflow, showing the transition between different roles or approval levels. This helps the user understand the exact status of the request. Meanwhile, the "Service Type" field specifies the nature of the action required for the request, based on the established process flow.
To view the task the user needs to click the details button near to it “ ”, the n the task will be viewed as below:
This page is designed for proposing and managing the manual write-off of delinquent debts, based on specific criteria established by the financial institution using the system. It is intended for cases in which debt recovery is considered either impossible or not financially viable.
Access to this screen is restricted to authorized users who possess the necessary permissions to manage delinquent collection accounts (Remedial or Collections) and are authorized to submit write-off proposals.
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Given the sensitivity and financial implications of this process, a dedicated workflow has been implemented. This workflow consists of a sequence of predefined steps and approvals among authorized users to ensure that the final decision is made in accordance with the institution’s approved procedures.
The following diagram outlines the agreed-upon workflow steps for executing the write-off process, from initiation to final decision.
Manual Write-Off Workflow
Comment: Once the write-off is approved and finalized, the system activates a new tab on the customer follow-up page displaying detailed write-off information. Additionally, a dedicated Write-Off Report will be available under the Reports section.
The Workflow Status page provides a detailed log-style view of all tasks processed through the system. It displays each task's transition history, current status, and progress stage. This page acts as a comprehensive activity tracker, ensuring that users can follow up on request lifecycles and actions taken.
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The page is organized into three tabs, each dedicated to a specific type of task. While the functionality remains consistent across all tabs, each tab filters and displays workflow activities relevant to its respective scope:
By clicking the Details button, users can access the full lifecycle of the request, with the most recent stage highlighted as the current one.
Clicking the View button opens all associated comments and attachments, including timestamps and uploader details.
Additionally, the Reassign button allows users to manage task responsibility—whether by reassigning to another user, canceling the current assignment. Or close the screen
This page is available exclusively to users with Checker privileges, and it is designed to monitor and approve administrative tasks that require the checker validation before execution.
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Page Layout Overview
The page consists of the following key components:
The Definition Screens enable users to configure essential tools and parameters that support various collection and follow-up services. This functionality allows for standardized setup and streamlines processes throughout the system.
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The user first needs to choose which service to define and then proceed.
Comment: The services that can be defined through these screens are subject to the project requirements and can include the following:
This screen is used to define the dunning letter that will be sent to delinquent customers, either manually or by mail. The letter is created in advance and uploaded into the system along with descriptive information. All uploaded letters are listed in the screen, with an option to delete each one.
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To define a dunning letter the user needs to:
Edit: The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes. This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
Delete: The user can delete any existing record "added by the user" by clicking the Delete button next to it. Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
This screen is used to display, define, or delete the statuses assigned to customer accounts. Some of these statuses are system-defined and fixed, while others can be defined by the user based on business needs. The fixed system-defined account statuses cannot be deleted, but the user is allowed to modify them.
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Define New Account Status
To define account status record, the user needs to:
Edit: The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes. This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
Delete: The user can delete any existing record "added by the user" by clicking the Delete button next to it. Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
This screen is used to view, define, or edit excuse codes that are utilized across the system in any section where an excuse is required for non-payment or payment difficulties.
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To define a related record, the user needs to :
Edit: The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes. This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
Delete: The user can delete any existing record "added by the user" by clicking the Delete button next to it. Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
This screen allows the user to add contact parties that are involved in communication throughout the system's processes. Each contact party represents a type of recipient (e.g., Customer, Guarantor, Lawyer). The screen displays a list of all approved contact parties, with the ability to:
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To define a related record, the user needs to:
Edit: The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes. This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
Delete: The user can delete any existing record "added by the user" by clicking the Delete button next to it. Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
This screen allows the user to define the place of the call. It displays all locations currently registered in the system and provides the ability to add, edit, or delete call places.
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To define a related record, the user needs to:
Edit: The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes. This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
Delete: The user can delete any existing record "added by the user" by clicking the Delete button next to it. Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
In this screen the user can define the SMS message that will be used as a predefined template for sending. The user is granted permission to add, edit, and delete SMS templates. These inputs are used in the Customer follow-up page.
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To define a related record, the user needs to:
Edit: The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes. This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
Delete: The user can delete any existing record "added by the user" by clicking the Delete button next to it. Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
In this screen, the user defines a flag to be used within the system, specifically in the Customer follow-up page. Permissions are granted to add, modify, and delete flags, but note that deletion is only available for flags created by the user.
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To define a related record, the user needs to:
Edit: The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes. This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
Delete: The user can delete any existing record "added by the user" by clicking the Delete button next to it. Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
On this screen, users can view and modify the evaluation criteria related to the Promise to Pay (PTP) feature.
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Edit: The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes.
This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
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To define a related record, the user needs to:
Edit: The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes. This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
Delete: The user can delete any existing record "added by the user" by clicking the Delete button next to it. Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
On this screen, users can define email templates to be used in the system for communicating with customers, with permissions to add, edit, and delete these templates.
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To define a related record, the user needs to:
Edit: The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes. This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
Delete: The user can delete any existing record "added by the user" by clicking the Delete button next to it. Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
On this screen, users can define the reasons for delinquency listed in the system, with permissions to add, edit, and delete these reasons. These inputs are used in the Customer Tracking screen.
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To define a related record, the user needs to:
Edit: The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes. This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
Delete: The user can delete any existing record "added by the user" by clicking the Delete button next to it. Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
This screen is used to define variables in the system that will be utilized in the Group Definition screen. Upon accessing this screen, all previously defined variables are displayed, with options to edit each one, add new variables, and delete user-defined variables (note that system-defined variables cannot be deleted). Any addition, modification, or deletion of variables is subject to approval by a user with the Checker role.
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To define new Parameter record, the user needs to:
Comment: Enter the variable details according to the selected method.
a. Table Name: Select the table that will be affected by the value.
b. Column Name: Specify the column from the previously selected table.
c. Function: Depends on the previous selections and can be one of the following:
MIN, MAX, SUM, AVG, COUNT, TOP or LOW.
Edit: The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes.
This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
Delete: The user can delete any existing record "added by the user" by clicking the Delete button next to it.
Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
Through this screen, the user can add groups of different types, each of which distributes tasks among collectors in a different way. Each group, according to its type, is directed to one or more collectors using pre-created variables and some logical links that are available from the group input screen - the query builder.
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To define new Parameter record, the user needs to:
On this screen, the user enters the required information step by step. The user can also add a condition or query to the group using the Query Builder.
Edit: The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes.
This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
Delete: The user can delete any existing record "added by the user" by clicking the Delete button next to it. Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
This screen is used to define the classification of accounts by setting specific conditions through a query statement created using the Query Builder.
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To initiate the classification process, the user clicks the 'Classification' button located at the top of the page, confirms the action, and the system will process and reflect the request accordingly.
To update the classification criteria for a particular group, click the Edit button next to it. This opens the Query Builder, allowing you to modify the existing query that defines the distribution rule.
The user can edit the classification record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the save button to submit the changes.
Comment: To learn more about the Query Builder, please review ” Add Query Process (Query Builder) “
This screen includes two control buttons that allow the user to finalize the modification process.
Comment: Click Save to save the changes without redistributing the accounts according to the new rule. However, if you click Reset, the changes will be saved, and the accounts will be reassigned according to the new rule.
In this page the user can assign groups to the departments listed in the system and distributing users among these groups, while specifying the dependency of each group (i.e., identifying the department to which the group belongs) and the workload assigned to each user.
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Within this page, the user can technically perform the following actions:
Delete Group Assignment | Modify Group Assignment | Allocate New Tasks | Reallocate Tasks | New Group Assignment |
New Group Assignment:
Reallocate Tasks
The task assignment process is system-driven and scheduled to run automatically on a daily, weekly, or monthly basis, depending on business requirements.
This functionality enables authorized users to initiate a full redistribution of accounts at the department level, effectively overriding previous assignments and applying new distribution logic based on updated criteria and group configurations. The redistribution operation is executed in the backend and targets only the selected group within the currently active department.
To proceed, the user is required to select the appropriate group from the list and confirm the action by clicking the Save button.
Allocate New Tasks
To distribute new accounts (i.e., accounts added since the last execution of the assignment process) only, and not all accounts. It represents the next step following the group assignment.
By clicking this button, the system redistributes the newly added tasks across the defined groups based on the currently active department.
Modify Group Assignment
The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes.
This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
Delete Group Assignment
The user can delete any existing record "added by the user" by clicking the Delete button next to it. Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
This screen is used to define the commission percentage assigned to the external collector, specifically for setting the commission rate for lawyers. Authorized users can create a new commission entry, modify existing commission details, or delete a previously defined commission.
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Define new commission
To define new commission record, the user needs to:
Edit: The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes. This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
Delete: The user can delete any existing record "added by the user" by clicking the Delete button next to it. Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
This screen is used to define and configure the criteria and calculation mechanisms for incentives based on different account categories. It allows management to input and update percentages and limits (minimum and maximum) related to the incentives granted to account officers for performing rescheduling or restructuring tasks. Within this screen, the user can add a new incentive definition, edit the properties of an existing incentive rule, or delete a previously defined record.
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Define New Incentive Record
To define new commission record, the user needs to:
Edit: The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes. This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
Delete: The user can delete any existing record "added by the user" by clicking the Delete button next to it. Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
This is the incentive view screen; by clicking the View button on the screen, a detailed record of the incentives will be displayed along with a summary of the incentives allocated to each employee.
The screen displays attorney fees based on the month, and year specified by the user.
This screen assists the collector in creating a follow-up plan for the client. Using this screen, the manager can suggest the next step for the collector as part of the follow-up process. These suggestions can be considered as recommendations during the follow-up phase. The impact of this action appears on the customer follow-up screen, specifically in the Task Planning section.
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Define New Action Plan Record
To define new commission record, the user needs to:
Edit: The user can edit any existing record by clicking the Edit button next to it. After making the necessary modifications using the active fields, the user must click the Update button to submit the changes. This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
Delete: The user can delete any existing record "added by the user" by clicking the Delete button next to it. Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
This screen is designed to define a user of type "Manager" and assign their respective team.
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The authorized user selects team members by clicking the selection button next to each user, then clicks the Add button at the top of the screen.
From this screen, the user specifies the Manager's name and assigns a code to their unit. Once the Save button is clicked, the information will be reflected in the system — even if the selected users were previously assigned under a different manager.
Delete: The user can delete any existing record "added by the user" by clicking the Delete button next to it. Upon confirmation, a deletion request is generated and routed to the JobBasket Checker, where an authorized user can either approve or reject the request.
This page is dedicated to managing task prioritization within the task job basket based on predefined factors such as client sector (individuals or companies), dates of upcoming appointments, broken promises to pay, and other conditions configured in the system. Users can also define the sorting order (ascending or descending) for each prioritization factor.
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To modify task priorities for a specific department, the user should Click the Edit button next to the desired department.
This will open the Task Priorities screen.
Enter the relevant priority management inputs and select the sorting order (ascending/descending) for each factor, then click the Add button.
The selected factor will appear in the display area, and the user will have the option to delete each factor individually.
Once all factors have been entered, the user must click the Update button to submit the changes. This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
This screen shows all tasks that are still unassigned to any user (collector) for follow-up. Essentially, it represents the basket of tasks awaiting assignment.
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This screen is used to define the Primary Account at the department level. This definition directly impacts the account distribution process in the job basket if the Primary Account is one of the prioritization criteria configured in the Task Priorities screen.
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The screen displays the departments defined in the system. To define the Primary Account for each department, the user should click the Edit button next to the department name, select the desired account from the input field, then click the Add button. The selected account will appear in the display area on the same screen, with the option to delete each entry individually.
Once all factors have been entered, the user must click the Update button to submit the changes. This request is then routed to the JobBasket Checker, where an authorized user can either approve or reject the update.
This screen allows the user to change their current password.
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To successfully update the password, please follow these steps:
This page is used to manage and update the financial provision values associated with customer accounts. It enables users to upload provision files, review records, and approve or reject financial provision entries based on predefined criteria.
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Comment: Contact your system administrator to provide you with the dedicated link and request assistance regarding your login information.
Some system pages have large data, so you should use the filtering mechanism to find the required record easily.
There are many activities you can perform from this menu:
To sort the contents of the information in ascending or descending order based on a specific field, the user needs to click on the field's name. The data will then be automatically rearranged according to the selected sorting.
The first click will sort the data in ascending order.
The second click will sort the data in descending order.
The third click (or by default) will return the data to its original/default order.
Or , The user has the option to utilize specified filtering criteria to choose the order they wish to set.
From the customization options, select " Filter”
n most system operations, authenticated users are allowed to perform add, edit, or delete actions on records. These actions follow a Maker/Checker approval process to ensure proper governance and data integrity.
The operations are performed as follows:
To define a related record, the user must:
To modify an existing record, the user must:
To delete a user-added record, the user must:
The user can add a condition or query when creating a group or configuring any other service that relies on conditions, using the Query Builder tool. The Query Builder offers a user-friendly yet technically robust interface that dynamically interacts with system parameters, enabling users to construct and modify conditional logic with ease and precision.
The system dynamically identifies the mandatory fields within the screens based on the nature of the action and user permissions. When attempting to perform an operation (such as Save, Create, or proceed to the next step) without completing the required fields, the system responds as follows:
By default, these indicators may not appear immediately; they are triggered by user interaction to ensure a smoother and clearer user experience only when necessary.
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The system allows users to export the content of the active page's grid view by clicking the "Export to Excel" button. This feature enables users to create a current status report that includes all the data displayed on the active page.
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Last Update Date: Sunday, September 21, 2025